Customer Support Associate - Available at both 1st Line Support & Lead level

Customer Support Associate – Available at both 1st Line Support & Lead level A fantastic opportunity for a Customer Support Associate to join a rapidly growing, cutting-edge technology company. This organisation is developing highly advanced software solutions used by leading global businesses, and they are looking for a warm, personable and highly organised graduate to join their support team. This role is focused on delivering an outstanding customer experience, acting as the first point of contact for users, guiding them through issues, and ensuring every interaction is handled with clarity, empathy and professionalism. As this is a newly forming team, we are open to receiving applications for both the 1st line support level and Lead level. Location Dallas, Texas (mainly on-site role) Salary $65,000 for first line support, or up to $90,000 for the lead, per annum + benefits Requirements for Customer Support Associate Experience working in a customer-facing environment, such as retail, hospitality or similar, where you have handled and calmed customers Degree educated from a well-ranked University with an absolute minimum GPA of 3.4 (please note this will be checked during the screening process). Naturally warm, friendly and engaging personality with a genuine passion for helping people Excellent communication skills, both written and verbal Strong organisational skills with close attention to detail Ability to manage multiple queries and prioritise effectively in a fast-paced environment A customer-first mindset with a focus on delivering a positive experience Strong problem-solving skills with the ability to follow structured processes and guidance Technical curiosity and the ability to pick up new systems and tools quickly Ability to remain calm, professional and empathetic when dealing with challenging or frustrated customers For the Lead role, you should have extensive experience within a support environment, and be confident in mentoring and leading a team Responsibilities for Customer Support Associate Act as the first point of contact for customer queries via phone and support platforms Deliver a positive first impression, handling all interactions with warmth, professionalism and empathy Use internal guidance tools and documentation to help diagnose and resolve straightforward issues Clearly guide customers through solutions, ensuring they understand next steps Triage more complex issues, ensuring they are accurately logged and escalated to the appropriate team Provide clear, timely updates to customers throughout the lifecycle of their request Maintain accurate records of queries, communications and outcomes Follow structured processes and contribute to the continuous improvement of support procedures Work closely with second-line teams to ensure smooth handover of more complex issues What the role offers Opportunity to join a high-growth technology company working on advanced software products A highly collaborative and supportive team environment Clear opportunity to develop strong customer, communication and operational skills Exposure to a wide range of technologies and business processes We’re committed to creating an inclusive and accessible recruitment process. If you require reasonable adjustments for your application or during the review process, please highlight this by separately emailing View email address on click.appcast.io (if this email address has been removed by the job board, full contact details are readily available on our website). #J-18808-Ljbffr RedTech Recruitment